Customer Service a Priority

The City of Kalamunda is calling for comment on its new Customer Service Strategy. The strategy sets an ethos for customer service experiences at the City, to ultimately become easier, friendlier, faster.

The strategy has been developed over the past 12 months following internal and external research, consultation and revision of a range of current strategies and plans relating to customer service, communication and community engagement.

CEO Rhonda Hardy said, “Our new strategy sets the direction for improving our standards and customer interactions over the next four years. Mid-last year we began a journey toward consolidating our customer service operations, putting in place a leadership team to monitor customer enquiries and deliver better customer service outcomes.”

“It’s our goal to do much better, and we’ve have committed to making customer service a priority. Under this strategy customers will become central to our processes and communications, ensuring everything we do will result in great customer service experiences”.

“We will also focus on our people, to provide them with the training and tools to become customer service champions, with a commitment to improving our culture, our processes, and our technology to ensure outcomes for customers can live up to the customer service promise where: ‘all our interactions with customers will be timely and meaningful.’

The key objectives of the strategy are to:

strive to achieve a new customer service ethos and deliver on the customer service promise and principles

culturally optimise the organisation to achieve best practice customer service outcomes

support and train staff to feel empowered, be proactive and work collaboratively toward business objectives and customer service excellence